Download HPCI Help Desk System User Manual Ver. 2

Document ID：HPCI-OF01-002E-02
HPCI Help Desk System
User Manual
Ver. 2
2013/09/30
HPCI Operating Office
Document ID： HPCI-OF01-002E-02
HPCI Help Desk System User Manual
Revision History
Date issued
2012/3/30
2013/9/30
Ver.
1
2
Descriptions
A full-fledged revision is made reflecting the newly
introduced Web interfaces for users.
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Document ID： HPCI-OF01-002E-02
HPCI Help Desk System User Manual
Table of contents
1
2
3
4
5
6
Introduction ....................................................................................................................................3
1.1
Purpose of this document .......................................................................................................3
1.2
Document structure ................................................................................................................3
1.3
Environment ..........................................................................................................................3
Terminologies.................................................................................................................................4
2.1
HPCI general terms ................................................................................................................4
2.2
Special terms for the HPCI help desk ....................................................................................5
Workflow .......................................................................................................................................6
Usage (for HPCI account holders) .................................................................................................7
4.1
Login page .............................................................................................................................7
4.2
Login with HPCI account ......................................................................................................8
4.3
Menus ..................................................................................................................................10
4.4
Open an issue .......................................................................................................................11
4.4.1 Submit a new issue ........................................................................................................11
4.4.2 Receive a notification mail ............................................................................................13
4.5
During investigation ............................................................................................................14
4.5.1 View issues....................................................................................................................15
4.5.2 Respond to requests .......................................................................................................18
4.5.2.1
Add comments ......................................................................................................18
4.5.2.2
Add files ...............................................................................................................19
4.5.2.3
Complete the request ............................................................................................21
4.6
Receive an answer ...............................................................................................................22
4.6.1 Check answers ...............................................................................................................23
4.6.2 Respond to answers .......................................................................................................23
4.6.3 Close the issue ...............................................................................................................24
Usage (for users without HPCI accounts) ....................................................................................26
5.1
Menus ..................................................................................................................................26
5.2
Open an issue .......................................................................................................................27
5.2.1 Submit a new issue ........................................................................................................27
5.2.2 Receive a notification mail ............................................................................................30
5.3
During investigation ............................................................................................................31
5.3.1 Respond to mails ...........................................................................................................31
5.4
Receive an Answer ..............................................................................................................33
5.4.1 Check answers ...............................................................................................................34
5.4.2 Respond to answers .......................................................................................................34
Appendix ......................................................................................................................................35
6.1
HPCI help desk page transition diagram..............................................................................35
6.2
Submit a new issue via email ...............................................................................................35
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1 Introduction
1.1 Purpose of this document
This document describes how HPCI users (including potential users who have plans to submit
applications) to submit issues related to applications for HPCI and the use of the HPCI system.
Operations will be different if you don’t have an account.
1.2 Document structure
The following chapters are organized as in table 1-1. For details of the usage, please refer to
Chapter 4 or 5 depending upon whether you have an HPCI account or not, respectively.
table 1-1 document structure
Chapter
2
Terminologies
3
Workflow
4
Usage (for HPCI accounts)
5
Usage (for users without
HPCI accounts)
Appendix
6
Title
Summary
Explanations of terminologies that you should
aware of for using the HPCI help desk
Descriptions of the workflow starting from
submitting a new issue to closing it.
Explanations of how to use the HPCI help desk for
users with HPCI accounts.
Explanations of how to use the HPCI help desk for
users without HPCI accounts.
Appendix of this document.
1.3 Environment
Supported Web browsers as of September 2013 are shown in table 1-2.
table 1-2 supported Web browsers
Web browser
Internet Explorer
Firefox
Safari
Version
9
23
6
OS
Windows
Windows
Mac OS
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2 Terminologies
Terminologies that you should aware of for using HPCI help desk are described in the
following sections. Please visit the HPCI operating office portal site (https://www.hpci-office.jp/)
for further information.
2.1 HPCI general terms


Organizations and individuals
 HPCI operating office
The HPCI Operating Office orchestrates selection of projects and shared services
over the HPCI grid.
 HPCI system providers
HPCI System Providers provide computational, storage, and other resources to HPCI
users (e.g., national supercomputing centers and national research labs).
Environment
 HPCI system
The HPCI system consists of computational resources that are made available by
HPCI system providers.
 HPCI help desk
The HPCI help desk is one of the services provided by the HPCI operating office,
which accepts inquiries about the HPCI system and to provide solutions
 HPCI help desk system
Web and mail interfaces for the HPCI help desk services
 HPCI-ID
An HPCI-ID is a unique ID that is assigned to each HPCI user. The number
identifies individual researchers.
 HPCI account
An HPCI account permits access to web services on the HPCI infrastructure
including the HPCI help desk.
 Primary center
Primary Centers issue HPCI accounts. A Primary Center is specified for each
individual user
 Project ID
A project ID identifies a project. It starts with “hp12” as of October 2012..
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2.2 Special terms for the HPCI help desk




Users
HPCI help desk users.
Issues
Inquiries from users that are registered at and maintained by the HPCI help desk system.
Issue numbers
Each issue has a unique issue number.
Assignee
To each issue, one or more HPCI system providers, called the assignee, are assigned that
are in charge of and make an investigation of it.
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3 Workflow
This chapter describes the workflow for resolving an issue. The process of the workflow is
shown in figure 3-1.
Issues can be submitted with Web browsers. A confirmation email will be sent when an issue is
registered, or inquiries and comments are added. If you already have your HPCI account, you can
check the status of the issue and respond to the inquiry using a Web browser. For more
information, please refer to Chapter 4. If you don’t have an HPCI account, you can make progress
along with the workflow by replying to emails sent from the HPCI help desk.
figure 3-1 workflow of resolving an issue
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4 Usage (for HPCI account holders)
This chapter describes how users operate the HPCI help desk along with a workflow.
4.1 Login page
In order to use HPCI help desk system, please access the URL below. You can also
reach the HPCI help desk system from the portal site of the HPCI operating office.
https://www.hpci-office.jp/frontweb/
The following login page will be displayed when you access the URL.
figure 4-1 Login page (English)
It is displayed in English at the first time you access this page. If you prefer Japanese, click
the “日本語” link at the right upper corner.
figure 4-2 Login page (Japanese)
You can change the language back to English by clicking the “English” link. The same
operation is available at every page to switch the language between Japanese and English.
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4.2 Login with HPCI account
In order to login to the HPCI help desk with your HPCI account, click the “Login” button at the
login page.
figure 4-3 Login page
Then, the primary center selection page will be shown (figure 4-4). Since the HPCI help desk is
ready for single sign-on (SSO), however, this page might be skipped when you have already
been authenticated with your HPCI account.
figure 4-4 Primary center selection page
At the primary center selection page, you should select the one you have specified as your
primary center when you got your HPCI-ID. Then, its login page will be displayed.
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figure 4-5 Primary center login page
If you login successfully, you will see the top page of the HPCI help desk.
figure 4-6 Top page
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4.3 Menus
Common operations across pages after login are described in this subsection.
② ③ ④ ⑤
①
figure 4-7 Menu bar (after login)
① HPCI help desk
A link to the top page
② User name
Displays the user name
③ Manual
A link to the user manual
④ Language selection link.
Switch the language between Japanese and English by clicking it.
⑤ Logout
Click to logout and go back to the top page.
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4.4 Open an issue
figure 4-8 submit an issue
You can submit an issue after you login to the HPCI help desk with your HPCI account. You
receive a confirmation mail when the submission is completed.
4.4.1
Submit a new issue
In order to submit a new issue, first click the “Submit a new issue” button. Then an issue
submission form appears.
figure 4-9 Start issue submission
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１． Submit an issue
figure 4-10
Issue submission form
Fill fields of the issue submission form. You have to fill every required field (*1). You can also
attach files (*3).


Move to the issue review page by clicking on the “Confirm” button.
Go back to the top page by clicking the “Cancel” link.
*1 “subject”, “project id” and “description” are the required fields.
*2 To share the issue with other users, enter their mail addresses, separated by a comma (,), in
the “participants” field. Each mail address should be the registered one of a participant of
the project specified by the “project id” field.
*3 You can attach up to three files and each file size is limited to 10MB. The maximum length
of a file name is 80 and it shall not include the following characters:
\/%:$?*
If you specify incorrect file names, you can cancel it by clearing checkbox besides the file
name (see figure 4-11).
figure 4-11 Upload files
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２． Review the issue
figure 4-12
Issue review page
What you have input at the issue submission form is shown in the issue review page. Please
make sure that they are correct.


To submit the issue, click on the “submit” button and go back to the top page.
By clicking on the “back” button, you can go back to the issue submission form and
modify what you input. Attachments you have specified are cleared, so please specify
again.
３． Complete submitting an issue
figure 4-13 Top page (after completing submission)
After you complete submitting the issue and go back to the top page, a green message box
popups, indicating that the submission is completed. The issue number shown here will be
added to the subject headers of notification mails concerning this issue.
4.4.2
Receive a notification mail
When the issue is submitted successfully, you receive an automatic notification mail.
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4.5 During investigation
figure 4-14 Under investigation
After you have submitted an issue, its status becomes “under investigation” and the
investigation process begins. Via the Web interface, you can do the following.

View issues (“4.5.1View issues”)
The following views are available to handle submitted issues:


View issue list
View issue details
※ Fields, status of the issue, and comments are displayed.
※ Attachments can be downloaded

Provide additional information (“4.5.2Respond to requests”)
During investigation, more information on the issue might be requested. In such a case,
you can perform the following operations to register new information:


Add new comments to the issue
Attach new files to the issue
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
4.5.1
HPCI Help Desk System User Manual
Notify self-resolution (“4.6.3Close the issue”)
You can inform the HPCI help desk that you yourself have resolved the issue during the
investigation.
View issues
To check your submitted issues, click on the “view issues” button at the top page.
figure 4-15
View issues
Then you will see the issue list.
figure 4-16 Issue list
In the issue list, you can check the following:





Submitted date
Subject
Issue number
Project ID
Status
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You can sort issues in ascending order by clicking on each column header (and then “△” is
displayed next to the column name). By clicking on the same column header once more, the
issues are displayed in descending order (and “▽” is displayed next to the column name).
By clicking on a row corresponding to the issue you want to check, you will see its details.
figure 4-17 Issue details
In the issue details, you can check the following, in addition to the information displayed on the
issue list:








Reporter
User name that created the issue
Consulter
User name consulting about the issue
Participants
User name(s) that is(are) related to this issue
Environment
The operating environment where for instance the problem of the issue had arisen
Attachments
The list of file names attached to the issue. You can download the files by clicking their
names.
Description
Descriptions of the issue
Comments
Comments to the issue are displayed in descending order. Those comments are used for
communication and cooperation among you, the assignee, and the HPCI operating office.
Answer
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The answer to the issue
When a blue triangle is displayed at the left of a field name such as “description”, “comment”
or “answer”, its contents are folded and, by clicking on the blue triangle, they will be expanded.
When a red triangle is displayed, you can fold the contents by clicking on the red triangle. Even
when it is folded, a comment is shown in a single line format.
figure 4-18 A comment is folded
figure 4-19 An comment is expanded
The following operations are available in the issue details view:





Add comment
See “4.5.2.1Add comments”
Attach files
See “4.5.2.2Add files”
My response is done (only available when the status of an issue is “being requested”)
You may be asked by the HPCI operating office or the assignee to send supplemental
information for further investigation. After you reply to the request by providing
comments and/or attaching files, you can notify that you have done it by pressing this
button. See “4.5.2 Respond to requests” for more information.
Close this issue (only available when the status of the issue is not “closed”)
If you are satisfied with the answer or you have solved the issue by yourself, you can
close the issue by clicking on this button. See “4.6.3 Close the issue” for more
information.
Back to list
Back to the list of issues
You cannot change “Subject”, “Project ID”, “Environment”, “Description” or “Participants”
even if you provided these pieces of information. If you want to change them, please contact
to the HPCI operating office by adding a comment to the issue (See “4.5.2.1 Add comments”).
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4.5.2
HPCI Help Desk System User Manual
Respond to requests
During investigation, you may receive request mails from the HPCI operating office or the
assignee of the issue. You can respond the request by comments and/or attachments and then
notify the requester that you have completed.
4.5.2.1
Add comments
A text box where you can input a comment appears by clicking on the “Add comment”
button of the issue details page.
figure 4-20 Add comments
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figure 4-21 Comment input box
You can add a comment by inputting it into the text box and then clicking on the “add”
button. You may also close the box without adding any comments by click on the
“cancel” link.
An automatic notification mail is sent after a comment is added.
4.5.2.2
Add files
A dialog box pops up by clicking on the “attach files” button.
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figure 4-22 Attach files
figure 4-23 File upload dialog
You can upload a file by specifying its name and clicking on the “attach” button. You may also
go back to the issue details page by clicking on the “cancel” link.
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4.5.2.3
HPCI Help Desk System User Manual
Complete the request
While being requested, the “My response is done” button appears. Click on the button after you
complete the request by adding comments and/or files. Then, you will see a confirmation
dialog.
figure 4-24 My response is done
figure 4-25 Confirmation dialog
By clicking on the “My response is done” button, the status of the issue returns back to “under
investigation” from “being requested”. If you have not yet completed the request, please follow
the “cancel” link.
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4.6 Receive an answer
figure 4-26 Receive an answer
When the investigation of an issue is completed, you receive a notification mail including the
answer. The status of the issue is now “answered”.
figure 4-27 Reply to the answer
If you are satisfied with the answer, close the issue. Otherwise，request further investigation.
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4.6.1
HPCI Help Desk System User Manual
Check answers
When an answer is added to the issue by the HPCI operating office or the assignee, you receive
a notification mail and after that you can check it at the issue details page.
figure 4-28 The answer of an issue
4.6.2
Respond to answers
You can either close the issue or request the HPCI operating office to continue investigation.
1.
Close the issue
If you are satisfied with the answer, please click on the “Close this issue” button (see
“4.6.3Close the issue” for more information). The status of the issue becomes “closed”.
2.
Request further investigation
If you unsatisfied with the answer, you can request further investigation. Please add a
comment for requesting re-investigation (see “4.5.2.1Add comments”).
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4.6.3
HPCI Help Desk System User Manual
Close the issue
If you are satisfied with the answer or resolve the issue by yourself, please click on the “Close
this issue” button.
figure 4-29 Close an issue
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Then, a dialog pops up as shown in figure 4-30.
figure 4-30 A dialog for closing an issue
By clicking on the “Close this issue” button, it becomes closed. If you want to go back without
closing it, please click on the “cancel” link.
It is still possible to add comments and/or attachments to the issue even if it is closed.
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5 Usage (for users without HPCI accounts)
Even if you have no HPCI account, you can still submit an issue via the Web interface of the
HPCI help desk. Refer to “4.1 Login page” for accessing the Web interface. After submitting
issues, however, mails are the only means to access the HPCI help desk without HPCI accounts.
5.1 Menus
Common features for non-HPCI users are described in this section.
① 1②
figure 5-1 Common features (without HPCI accounts)
① Manual
A link to the user manual
② Language selection link
Switch the language between Japanese and English by clicking it
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5.2 Open an issue
figure 5-2 Submitting an issue
You can submit an issue via the Web interface. You receive a confirmation mail when the
submission is completed.
5.2.1
Submit a new issue
In order to submit a new issue, first click the “Submit a new issue (for users without HPCI
accounts)” button. Then, an issue submission page appears.
figure 5-3 Start submission
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１． Submit a new issue
figure 5-4 Issue submission form
Fill fields of the issue submission form. You have to fill every required field (*1). You can also
attach files (*2).


Proceed to the issue review page by clicking on the “Confirm” button.
Go back to the top page by following the “Cancel” link.
*1 “name”, “mail address”, “subject” and “description” are required. If you have your HPCI-ID,
please input the mail address you registered with your HPCI-ID. By doing so, you will be
able to access the issue using a Web browser once you get your HPCI account in the
future.
*2 You can attach up to three files and each file size is limited to 10MB. The maximum length
of a file name is 80 and it shall not include the following characters:
\/%:$?*
If you specify incorrect file names, you can cancel them by clearing checkbox besides the
file names (see figure 5-5).
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figure 5-5 Upload files
２． Review the issue
figure 5-6 Issue review page (without HPCI account)
What you have input at the issue submission form is shown in the issue review page. Please
make sure that they are correct.


To submit the issue, click on the “submit” button and go back to the login page.
By clicking on the “back” button, you can go back to the issue submission form and
modify what you input. Attachments you have specified are cleared, so please specify
again.
３． Complete submitting an issue
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figure 5-7 login page (after completing submission)
After you complete submitting the issue and go back to the login page, a green message box
pops up, indicating that the submission is completed. Please keep the issue number shown in
the box. Although this number will be added to the subject of every notification mail about this
issue, you will need the issue number when contacting the HPCI operating office.
5.2.2
Receive a notification mail
When the issue is submitted successfully, you receive an automatic notification mail, of which
“From”, “To” and “Subject” look like the following:

From：HPCI operating office ([email protected])

To： The mail address you registered when submitting the issue

Subject： [HPCI_Help System] (issue number) The subject of the issue
figure 5-8 A notification mail for the completion of the issue submission
You can add comments and attachments to the issue by replying to this mail in the same
way as “5.3.1Respond to ”. Please keep it for future use
(P.S.) Notification emails for newly created issues have been suspended
due to the possibility that spam emails can create issues.
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5.3 During investigation
figure 5-9 Under investigation
After you have submitted an issue, the investigation process begins. During investigation, you
can provide new information by sending mails (see “5.3.1Respond to mails”).
5.3.1
Respond to mails
During investigation, you may receive a request mail like figure 5-10 from the HPCI operating
office or the assignee of the issue for providing more information.
figure 5-10 A mail asking for more information
For responding to the request and providing new information, please reply to the mail. Do NOT
modify the issue number in the subject. Also you must reply from the same mail address specified
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when submitting the issue. The message content (*) and attachments of the transmitting mail are
regarded as new comment and attachments, respectively, of the issue.
* Note that every line beginning with “>” is ignored.
Similarly, you can add comments and attachments to an issue by replying to an automatic
notification mail of the issue.
If you have resolved an issue by yourself, please inform the HPCI operating office by replying
to any mail that is received from the HPCI help desk system and that has the corresponding issue
number in the subject.
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5.4 Receive an Answer
figure 5-11 Receive an answer
When the investigation of an issue is completed, you receive a notification mail including the
answer.
figure 5-12 Reply to the answer
You should reply to the mail and tell the HPCI operating office whether or not you are satisfied
with the answer.
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5.4.1
HPCI Help Desk System User Manual
Check answers
A mail including an answer looks like figure 5-13
figure 5-13 A notification mail including the answer to an issue
5.4.2
Respond to answers
After you check the answer, please reply to the mail and tell whether or not you are satisfied
with the answer. In the reply, do NOT modify the issue number in the subject. Also you must
reply from the same mail address specified when submitting the issue.
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6 Appendix
6.1 HPCI help desk page transition diagram
The page transition diagram of the HPCI help desk is as follows.
figure 6-1 Page transition diagram
6.2 Submit a new issue via email
Although submitting issues from Web browser is strongly recommended, you can also do that
via email. When you cannot access the Web, you can still submit an issue by sending a mail in the
following format:

From：
Your mail address: if you have an HPCI-ID, this mail address should be the one you
registered with your HPCI-ID. By doing so, you will be able to access the issue using a
Web browser once you get your HPCI account in the future.





To：
[email protected]
CC:
Please enter the email address(es) of the user(s) need to be registered as participant(s) of
the issue
Subject：
A short text summarizing the issue
Message content:
A text describing details of the issue
Attachments:
Files attached to the issue
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